Create Engaging Library Experiences
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Create Engaging Library Experiences. Keynote for Allen County Public Library, Library Camp, September 23, 2010
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Create Engaging Library Experiences
- 1. Create Engaging Library Experiences Peter Bromberg | ACPL Library Camp, September 23, 2010 | peterbromberg.com
- 2.
- 3.
- 4. What Does It Mean To Be Engaged ?
- 5. User Experience: Engagement James Garrett | The State Of User Experience, http://vimeo.com/6952223 Perception (senses) Action (body) Cognition (mind) Emotion (heart) External External Internal Internal
- 6. User Experience: Engagement
- 7.
- 8. Ask customers what they want (but don’t stop there) Henry Ford said that if he had asked people how they wanted to improve their transportation they would have said faster horses. http://www.flickr.com/photos/danshouse/163331027/
- 9. How do we make this engaging?
- 10. How do we make this engaging? http://www.youtube.com/user/codlibrary
- 11. User Experience: Engagement Perception (senses) Action (body) Cognition (mind) Emotion (heart) External External Internal Internal
- 12. How do we engage our customers?
- 13. How do we engage our customers?
- 14. How do we engage our customers?
- 15. How do we engage our customers?
- 16. How do we engage our customers?
- 17. How do we engage our customers?
- 18. How do we engage our customers?
- 19. How do we engage our customers?
- 20. How do we engage our customers?
- 21. How do we engage our customers?
- 22. How do we engage our customers?
- 23. How do we engage our customers?
- 24. How do we engage our customers?
- 25. How do we engage our customers?
- 26. How do we engage our customers?
- 27. How do we engage our customers?
- 28. How do we engage our customers?
- 29. How do we engage our customers?
- 30. How do we engage our customers?
- 31. How do we engage our customers?
- 32. How do we engage our customers?
- 33. How do we engage our customers?
- 34. How do we engage our customers?
- 35. How do we engage our customers?
- 36. How do we engage our customers?
- 37. How do we engage our customers?
- 38. How do we engage our customers?
- 39. How do we engage our customers?
- 40. How do we engage our customers?
- 41. How do we engage our customers?
- 42. How do we engage our customers?
- 43. How do we engage our customers?
- 44. How do we engage our customers?
- 45. How do we engage our customers?
- 46. How do we engage our customers?
- 47. How do we engage our customers?
- 48. How do we engage our customers?
- 49. How do we engage our customers?
- 50. How do we engage our customers?
- 51. How do we engage our customers?
- 52. How do we engage our customers?
- 53. How do we engage our customers?
- 54. How do we engage our customers?
- 55. How do we engage our customers?
- 56. How do we engage our customers?
- 57. How do we engage our customers?
- 58. How do we engage our customers?
- 59. How do we engage our customers online?
- 60. How do we engage our customers online?
- 61. Website Usability
- 62.
- 63. How do we engage our customers online?
- 64. How do we engage our customers online?
- 65. How do we engage our customers online?
- 66. How do we engage our customers online?
- 67. How do we engage our customers online?
- 68. How do we engage our customers online? CC 2.0 John LeMasney http://365sketches.org/2010/03/17/86-of-365-are-9-of-my-favorite-technology-sets-in-inkscape/
- 69.
- 70. One Example…
- 71. None other than Andrew Carnegie understood that you need to create an engaging experience for customers to bring them in... So Carnegie built a boxing gymnasium into one of his Pittsburgh libraries, a swimming pool into another. http://seattletimes.nwsource.com/html/opinion/2012682058_peirce22.html
- 72. What are you going to build into your customers’ experience ?
- 73. discussion
- 74. thank you !
- 75. Image credits Engagement Ring: http://www.flickr.com/photos/base2wave/297821450/# What does it mean to be engaged: http://www.flickr.com/photos/chernobylbob/4248090393/sizes/z/in/photostream/ Little Girl: http://www.flickr.com/photos/zaqography/3790868181/in/set-72157620806096212 Hand Smile: http://www.flickr.com/photos/dotbenjamin/2765083201 Blind Woman: http://www.flickr.com/photos/yourdon/3550784323/ Thinker: http://www.flickr.com/photos/seatbelt67/502255276/sizes/s Wheelchair: http://www.flickr.com/photos/euthman/357322273/ Mouse Click: http://www.flickr.com/photos/davichi/2927561056/ Eye: http://www.flickr.com/photos/weirdcolor/2966114569/ Stuffed animal sleepover: http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624716712838 Birthday Cake Tasting: http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624859008020 Book Festival: http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624951884570 How You Feel is Data: http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624542556483 Princeton Eats: http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624109335467 World Cup Final: http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624352026487/ Summer Music: http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624282314269 Music: http://www.flickr.com/photos/princetonpubliclibrary/4681798867/in/set-72157624282314269 Music: http://www.flickr.com/photos/princetonpubliclibrary/4862869403/sizes/z/in/set-72157624282314269 Music: http://www.flickr.com/photos/princetonpubliclibrary/4862857183/sizes/z/in/set-72157624282314269 Knitting: http://www.flickr.com/photos/princetonpubliclibrary/4730214965/sizes/m/in/set-72157624074943211 Knitting: http://www.flickr.com/photos/princetonpubliclibrary/4730216611/in/set-72157624074943211 Art of Alex Masket: http://www.flickr.com/photos/princetonpubliclibrary/sets/7215762407265973 Art at PPL: http://www.flickr.com/photos/princetonpubliclibrary/4667082144/sizes/l/in/set-72157624072659739 Art at PPL: http://www.flickr.com/photos/princetonpubliclibrary/4667082112/in/set-72157624072659739 Spelling Bee: http://www.flickr.com/photos/princetonpubliclibrary/sets/72157623925359061 Bees Knees: http://www.flickr.com/photos/princetonpubliclibrary/4602154993/sizes/z/in/set-72157623925359061 Technology and Lectures: http://www.flickr.com/photos/princetonpubliclibrary/sets/72157594546924274
- 76. Image credits TEDxNJLbraries: http://www.flickr.com/photos/princetonpubliclibrary/4595701033/sizes/z/in/set-72157624034119030 TEDxNJLibraries Stage: http://www.flickr.com/photos/peterjbromberg/4589179224/in/photostream Gaming: http://www.flickr.com/photos/shifted/2856581311/sizes/m/in/pool-38119641@N00/ Gaming: http://www.flickr.com/photos/melancon/336855973/sizes/m/in/pool-38119641@N00/ Gaming: http://www.flickr.com/photos/aadl/3554598866/sizes/m/in/photostream/ Graffiti Wall: http://www.flickr.com/photos/sjrlc/4174043227/sizes/m/in/photostream/ Graphic Novel Display http://www.flickr.com/photos/sjrlc/119907418/sizes/o/in/set-72057594093690342/ Talk Java to Me: http://www.flickr.com/photos/sjrlc/119907418/in/set-72057594093690342 Dummies Display at ACPL: Unpublished CC 2.0 Peter Bromberg DVD Collection: Unpublished CC 2.0 Peter Bromberg Picture Books Display at Mount Laurel Library: Unpublished CC 2.0 Peter Bromberg Listening station at Princeton Public Library: Unpublished CC 2.0 Peter Bromberg Aquarium at Princeton Public Library: Unpublished CC 2.0 Princeton Public Library Audiobooks/Movies Signs at Princeton Public Library:: Unpublished CC 2.0 Peter Bromberg Movies neon sign: http://www.flickr.com/photos/sjrlc/119907463/in/set-72057594093690342 Computer Room at ACPL: Unpublished CC 2.0 Peter Bromberg Red walls of Computer Room at ACPL: Unpublished CC 2.0 Peter Bromberg Egg Chair: http://www.flickr.com/photos/sjrlc/119907439/sizes/m/in/set-72057594093690342 Fireplace at Princeton Public Library: Unpublished CC 2.0 Peter Bromberg Green/bllue seating at ACPL: Unpublished CC 2.0 Peter Bromberg Red/Green seating at ACPL: Unpublished CC 2.0 Peter Bromberg Knit for others/Hats: Unpublished CC 2.0 Peter Bromberg Tile Wall at Princeton Public Library: Unpublished CC 2.0 Peter Bromberg Tiles at Princeton Public Library: Unpublished CC 2.0 Peter Bromberg Café at Princeton Public Library: Unpublished CC 2.0 Peter Bromberg Vending machines: at Mount Laurel Library: Unpublished CC 2.0 Peter Bromberg Cat and Mouse: http://www.flickr.com/photos/rockinfree/3750411799/sizes/z/in/photostream/ Website Usability: http://www.flickr.com/photos/paulsherman/4253242367/sizes/z/in/set-72157594396051523 Social Media: http://365sketches.org/2010/03/17/86-of-365-are-9-of-my-favorite-technology-sets-in-inkscape/ Boxer: http://www.flickr.com/photos/claudiogennari/3557886648/sizes/z/in/photostream Pool: http://www.flickr.com/photos/gracewong/183286968/
Editor's Notes
- Creative commons 2.0 http://www.flickr.com/photos/base2wave/297821450/#/
- Thanks for having me here, and to Sean and Melissa for all of their assistance and hospitality I’m looking forward to spending some time with you today— Some wonderful things on agenda Some great topics in the hopper: Outreach, how to get customers in the door, ebooks We’re going to start this morning talking about how to create engaging experiences I think we have our first lesson in look at how Library Camp is organized. You were invited to participate. To add your topics. To add your name and information to the roster. So the planning and registration was really designed to engage participants And we’ll get into talking more specifically about engagement, but before we do… I’m a big believer in experiential learning. Which is another way of saying, I’d prefer to not just talk about engagement, but actually engage You may have noticed the “Do Not Open” envelopes… (who’s opened it? Come on, for realzies…) OK on the count of three, let’s open. Count with me… ONE TWO (louder. Let ‘em hear you in Churubusco…
- Explain the Rules OK, so we’re going to play bingo… Y’all know how to play bingo right? First one to bingo wins (across or diagonal– and I’ll even throw in down) Wins! Instead of calling a number, you have to find someone in the room who will perform the action, or fits the category Example, find someone with green eyes or someone to tell you a line from their favorite movie. That person then signs the appropriate bingo box First person to complete a row, column or diagonal wins QUESTIONS?
- Bingo Debrief: What just happened? Were you engaged? How? Fun (emotion—also talked about sad movies, funny movie, line of poetry) Moving (action) See/hear (perceptual) Sing/talk (action) Think. Make judgment/Compare (who has bigger feet? Who looks like they might dance a jig…) Recall (cognition) Social What joke did you hear or tell? Will anyone come up? What Beatles song did you sing? (anyone lead us?) Favorite line in a poem? Who’s seen a ghost? Famous person? Irish Jig? http://www.flickr.com/photos/chernobylbob/4248090393/sizes/z/in/photostream/
- In a talk that Jesse James Garrett did at UX Week 2009 (a user experience conference), he suggests that customers can be engaged in four primary ways. Through Perception (senses) Action (body) Cognition (mind) Emotion (heart) From. Jesse James Garrett | The State Of User Experience, http://vimeo.com/6952223
- What does that kind of engagement look like? Let’s See: http://www.youtube.com/watch?v=2lXh2n0aPyw So how were the people in this video being engaged? Perception (sound, visual) Action (jumping, walking) Cognition (choices, cause/effect) Emotion (fun!) Garrett suggests that Once you start thinking in terms of user experience, you start to see user experience problems everywhere; you can’t NOT see these problems.
- Also think in terms of our customers’ capabilities (what can they do) and constraints (what can’t they do) Customers’ Capabilities | Constraints of: Perception Action (physical) Cognitive Emotion It can be helpful to develop personas… And when developing services, or marketing, pr, to think about how each persona may or may not engage based on their capabilities, constraints and context. Constraints might be due to a number of factors Psychological Social Environmental Cultural Physical Mental Emotional
- Ask people what they want, but know that’s not the end of the story Henry ford said if he had asked people what they wanted, they would said “Faster Horses” Sometimes people don’t know what they want until it’s given to them (like wireless on an airplane) Who asked for atm’s and online billpay ? Who asked for online catalogs ? Who asked for wireless ? Library by mail? Who asked for self-checkout ? Who asked for IM ? Who asked for Iphones ? At SJRLC where I was responsible for offering a slate of workshops When I schedule classes, my biggest successes are with topics on the outer edge of their awareness ; topics that were never requested, not classes they’ve requested . So it is with your customers. The fact is, they might not know what will engage them, until you give it to them. [click]
- Once you start thinking about the principles of engagement, you’ll not only start thinking in terms of new services, you’ll start seeing ways to make everything more engaging. Here’s a typical sign we might see taped up by a print release station. How could we make this more engaging? (color, Formatting, screencast…) Let’s see what the College of DuPage did with it.
- So how do you think they did? Can you identify specific ways this video was engaging? fun Colorful Informative Plays off our cognitive model of zombie movies funny
- So again, let’s review… the four categories of engagement, and let’s see what some other libraries are doing…
- Stuffed animals sleepover Anticipation Emotion (connection to animals) Social (family and friends look on web) Curiosity Excitement Action (come to the library) http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624716712838/
- Stuffed animals sleepover Anticipation Emotion (connection to animals) Social (family and friends look on web) Curiosity Excitement Action (come to the library) http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624716712838/
- Cake contest for gala (for the community, by the community) Invited local bakeries to submit Built anticipation Food (perception, action) Fun Perception|Action|Cognition|Emotion http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624859008020/
- http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624859008020/
- Book Festival http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624951884570/
- Outside in the plaza… (Inside, outside, online) Author readings Bands Dancing http://www.flickr.com/photos/princetonpubliclibrary/4988852680/sizes/z/in/set-72157624951884570/
- More food! http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624542556483/
- More food! http://www.flickr.com/photos/princetonpubliclibrary/4866739194/sizes/z/in/set-72157624542556483/ http://www.flickr.com/photos/princetonpubliclibrary/4866738458/in/set-72157624542556483/
- More food! (do you see a pattern here??) http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624109335467/
- More food! (do you see a pattern here??) http://www.flickr.com/photos/princetonpubliclibrary/4682937925/sizes/z/in/set-72157624109335467/ http://www.flickr.com/photos/princetonpubliclibrary/4754609655/sizes/z/in/set-72157624109335467/
- World cup http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624352026487/
- World cup Community Social Emotion http://www.flickr.com/photos/princetonpubliclibrary/4755242266/in/set-72157624352026487/
- Music/Battle of the bands http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624282314269/
- Participatory Outdoors All ages http://www.flickr.com/photos/princetonpubliclibrary/4681798867/in/set-72157624282314269/ http://www.flickr.com/photos/princetonpubliclibrary/4862869403/sizes/z/in/set-72157624282314269/ http://www.flickr.com/photos/princetonpubliclibrary/4862857183/sizes/z/in/set-72157624282314269/
- Outside Communal Physical Artistic http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624074943211/ Bring your enthusiasm and your knitting, crocheting, and yarnwork projects. Learn to knit. Swap yarn, projects, and ideas. Let's knit and network! We'll be outdoors in the Community Plaza if the weather cooperates. If the weather doesn't cooperate, we'll be in the Princeton Public Library's first floor Community Room.
- Outside Communal Physical Artistic http://www.flickr.com/photos/princetonpubliclibrary/4730214965/sizes/m/in/set-72157624074943211/ http://www.flickr.com/photos/princetonpubliclibrary/4730216611/in/set-72157624074943211/
- Library as place Art http://www.flickr.com/photos/princetonpubliclibrary/sets/72157624072659739/
- Library as place Art http://www.flickr.com/photos/princetonpubliclibrary/4667082144/sizes/l/in/set-72157624072659739/ http://www.flickr.com/photos/princetonpubliclibrary/4667082112/in/set-72157624072659739/
- Engage the intellect (and the community) http://www.flickr.com/photos/princetonpubliclibrary/sets/72157623925359061/
- Engage the intellect (and the community) http://www.flickr.com/photos/princetonpubliclibrary/4602154993/sizes/z/in/set-72157623925359061/
- http://www.flickr.com/photos/princetonpubliclibrary/sets/72157594546924274/
- TEDX Event Conversation!! Inexpensive! Scalable! Prestige (brand name recognition) http://www.flickr.com/photos/princetonpubliclibrary/4595701033/sizes/z/in/set-72157624034119030/
- Participants were asked to bring an item of significance to help decorate the stage They were participatory in the their environment Reflected on something significant that matched with the theme of culture and community Then annotated pictures of their objects on the web http://www.flickr.com/photos/peterjbromberg/4589179224/in/photostream/
- Gaming! Every day there is a new article out on the benefits of gaming Stimulates many areas of the brain. Promotes learning Social, problem solving Musical! http://www.flickr.com/photos/shifted/2856581311/sizes/m/in/pool-38119641@N00/ http://www.flickr.com/photos/melancon/336855973/sizes/m/in/pool-38119641@N00/
- Dance, Dance Revolution is great Recent article on the benefits of aerobic exercise (20 minutes) raises IQ. Better test scores. “studies from the University of Illinois found that “just 20 minutes of walking” before a test raised children’s scores, even if the children were otherwise unfit or overweight studies from the University of Illinois found that “just 20 minutes of walking” before a test raised children’s scores, even if the children were otherwise unfit or overweight “ ( http://well.blogs.nytimes.com/2010/09/15/phys-ed-can-exercise-make-kids-smarter/ ) http://www.flickr.com/photos/aadl/3554598866/sizes/m/in/photostream/
- Permanent Graffiti wall in Teen Space at Camden County (NJ) Library Interactive, dynamic environment (designed with lots of input from the kids) http://www.flickr.com/photos/sjrlc/4174043227/sizes/m/in/photostream/
- Merchandising (visual– thematic) http://www.flickr.com/photos/sjrlc/119907418/sizes/o/in/set-72057594093690342/
- Even Java and Visual Basic can be engaging… CC 2.0 Peter Bromberg (photo taken at Mount Laurel Library)
- Lots of face out! Don’t want to spend money on art. Use picture books!!! Great art that you already have!! CC 2.0 Peter Bromberg (photo taken at Mount Laurel Library)
- Lot of face out. CC 2.0 Peter Bromberg (photo taken at Mount Laurel Library)
- Lot of face out. CC 2.0 Peter Bromberg (photo taken at Mount Laurel Library)
- Listening Station at Princeton Public Library
- Aquarium at Princeton Public Library
- Audiobooks and Movies signs at Princeton Public Library Movies neon sign at Mount Laurel Library
- Computer Room at Allen County Public Library
- Computer Room at Allen County Public Library
- http://www.flickr.com/photos/sjrlc/119907439/sizes/m/in/set-72057594093690342/
- Allen County Public Library
- Allen County Public Library
- Knit for others at Princeton Public Library
- Tile Wall at Princeton Public Library
- Tile wall at Princeton Public Library
- Café at: Princeton Public Library
- FOOD!!! Vending Machines at Mount Laurel Library CC 2.0 Peter Bromberg (photo taken at Mount Laurel Library)
- http://www.flickr.com/photos/rockinfree/3750411799/sizes/z/in/photostream/ Attribution 2.0 Generic
- Well designed Websites: http:// www.mylibrary.us /
- Peter Moville’s User Experience Honeycomb Facet’s of User Experience: (AKA VALUE) Useful Desirable Accessible Credible (A REAL LEVERAGE POINT FOR US) Findable Usable http://www.flickr.com/photos/paulsherman/4253242367/sizes/z/in/set-72157594396051523/
- Peter Moville’s User Experience Honeycomb Facet’s of User Experience: (AKA VALUE) Useful Desirable Accessible Credible (A REAL LEVERAGE POINT FOR US) Findable Usable NEW ORDER Findability: It's first, to quote the inspiration of this post "you can't use what you can't find" Accessibility: Maybe a new quote, "you can't use what you can't access" Desirabiliy: You see the interface before you use it. Usability: You have to be able to use something to do something with it Credibility: You have to trust something before actually committing to solving a task with the service Usefulness: Usefulness is last, because a user forms an opinion about usefulness when he leaves, hopefully after completing his task. Value: value is the result of the user experience and not a facet of it.
- Be human Be Dynamic http://www.acpl.lib.in.us/ http://www.youtube.com/watch?v=74jWqRgeCfY
- Be Dynamic Be Interactive Be fun Be colorful
- Invite Participation
- Offer Digital Content
- Digital Content
- Social Media: This is a whole day in and of itself: Unprecedented opportunity to engage our customers How? We’re still figuring it out. But principles of user engagement are a useful guide. Be guided by: Perception (senses) Action (body) Cognition (mind) Emotion (heart) At the very least Have a Social Media Presence that is updated regularly CC 2.0 John LeMasney http://365sketches.org/2010/03/17/86-of-365-are-9-of-my-favorite-technology-sets-in-inkscape/
- At the very least Social Media Presence : Have one. Market it Update regularly Be some combination of useful and interesting (credible, we got.) Respond to comments. Engage!
- Almost 400 members Cross market to FB and website Invited them to have event in the library Had over 60 people. Couldn’t get them out! Brought in Men 25-40!
- None other than Andrew Carnegie understood that you need to create an engaging experience for customers to bring them in... So Carnegie built a boxing gymnasium into one of his Pittsburgh libraries, a swimming pool into another. Whether it’s online or in the building. What are you going to build into your customer’s experience? http://www.flickr.com/photos/claudiogennari/3557886648/sizes/z/in/photostream/
- None other than Andrew Carnegie understood that you need to create an engaging experience for customers to bring them in... So Carnegie built a boxing gymnasium into one of his Pittsburgh libraries, a swimming pool into another. Whether it’s online or in the building. What are you going to build into your customer’s experience? http://www.flickr.com/photos/claudiogennari/3557886648/sizes/z/in/photostream/